Mail Returned Debit & Credit Cards

-Flag account in BOLD CAPS - "RTRND DC/CC @ MILW 04/2022 – SEE “RETURNED CARDS” FOLDER IN O DRIVE IN MILW" & set expiration for one month

    -Do NOT open the envelope with the mail returned card (this is to limit compromising the members personal information and card number)

 -Open the excel spreadsheet for Returned Cards (O:\Branches\05-Milwaukie\Returned Cards)

    -Fill in "Member #" column

    -Fill in "Date Rcvd" column with the date we received card in mail - this should also be your first attempt date as well

    -Select your Teller ID

    -Select the Method of communication for each attempt made to contact member 

    -Fill in "Notes" column for all attempts to contact member with your Teller ID & initials at the end of your note

-After first attempt of contact (the same date we receive the card in the mail) place card in the “Attempt One” folder of the mail return cabinet

-After second & third attempts, place mail returned card into the corresponding folder of the mail return cabinet

    -Second & third attempts should be made the Tuesday of the week following the date we receive the card

-Whether contact is made or not, create a NOTE in Cunify and spreadsheet with either:

    -Address we will be sending the members card to

    -If the member will be coming to pick the card up at a specific branch

    -If we will be shredding the card the Friday following the final attempt if no contact is made (and notified member of this via voicemail, email or other correspondence)    

-Once resolved, highlight the member number in the excel spreadsheet so everyone knows which need to be transferred over to the next months spreadsheet

-Each month, create new spreadsheet & transfer over any unresolved mail returned cards

-Updating member addresses:

    -Member is able to update their address online themselves
 -We can update member address if we can verify it is them over the phone